Subcontractor Company Handbook · Reference TD P&P 02 Spencers 1 About Us Our people make a...

R E F E R E N C E L I B R A R Y

Subcontractor

Company Handbook

TD PP 02 : 21 JUL 2020

P O L I C Y

We rely on our subcontracting network of tradespeople and their employees — they’re part of our team. We are proud that we help provide 24,000 Kiwi families with safer, warmer, better maintained homes. That’s 24,000 great reasons to come to work — every day. This is a guide to help new subcontractors learn all about working with Spencers. Murray Stevenson Managing Director

Purpose This handbook is for our subcontractors. Its purpose is to provide information about how things work at Spencers, what’s important to us, what’s expected of you and what you can do if things aren’t right. The sustainability of our business and the livelihood of all of us depend on the quality of the relationships we have with you and, through you, with our clients, our customers and our suppliers. High standards of business and personal ethics are essential and will ensure the continued good reputation of your business and our business.

It is important to us that you, as our subcontractors and as part of our team, understand and work in harmony with our company values.

Please make sure your team reads the Trades Worker Handbook

Document Name Subcontractor Company Handbook

Version Date 21 JUL 2020

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C O N T E N T S

Spencers 5

1 About Us 5

Relationships with Our Clients 7

2 Kāinga Ora – Homes and Communities 7

3 Tamaki Housing 10

4 Our Customers 11

5 Conviction History Checking 15

6 Specified Materials / Procurement Items 16

Working Together 17

7 Basics 17

8 Behaviour and Conduct 19

9 Conflicts of Interest 22

10 Environment 22

11 Information and Communications Technology 23

12 Media 23

13 Privacy 23

The Work 24

14 Health and Safety 24

15 Work Categories 29

16 Job Process 36

17 Location Codes 41

18 Measurements 44

19 Photos of Jobs 45

20 Futile Calls 46

21 Terms We Use 47

22 Work Quality 47

Systems and Processes 50

23 Payments for Work 50

24 End of Calendar Year 51

Support 52

25 Apprenticeships 52

26 Training 53

27 Workload 55

28 Resources 55

Appendix 1 56

Codes of Conduct 56

Appendix 2 64

Terms We Use 64

Appendix 3 67

Resources 67

0800 JOB HUB 67

Subcontractor Company Handbook Document Name 12 JUN 2020 Version Date

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Some of the content within sections of this Handbook relates to either Kāinga Ora, or to Tamaki Housing only. Where that is the case, you will see a heading bar like these:

Kāinga Ora

Tamaki Housing



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Spencers

1 About Us

Our people make a difference in the communities in which we operate and where they live

and work.

Spencer Henshaw Limited (Spencers) provides a full range of property repair, maintenance and upgrade services to government and commercial clients. Spencers maintains around one-third of Kāinga Ora’s 65,300 homes, and all of Tamaki’s 2,500 homes. A total of 24,000 families’ homes. That’s a portfolio of one-third of the country’s social housing stock. Our work is governed by maintenance contracts with our clients. This Subcontractor Handbook, and our Trades Handbook, are written with those contracts in mind.

Our Employees number around 150 people. They include quality assurance and health and safety advisors, field-based scopers and supervisors, administration, finance, IT and trades teams. We deliver work safely, on time, to budget, and to the quality standards our clients and customers expect.

Our Clients are Kāinga Ora - Homes and Communities (Kāinga Ora), a Government provider of social housing across New Zealand, and Tamaki Regeneration Limited (Tamaki Housing) that operates in East Auckland. We have Te Mahi Ngātahi maintenance contracts for four Kāinga Ora regions, and one maintenance contract with Tamaki Housing.

Our Customers are our clients’ tenants – the people who live in Kāinga Ora and Tamaki Housing homes.

Our Trades are our subcontractor companies and their teams. We rely on you to carry out all of our maintenance and upgrade work. We rely on you to work in line with our safety requirements and our clients’ work quality standards, using our systems and processes. All of us, employees, subcontractors and trades workers, represent our clients when we’re out and about in the community. We all take that responsibility seriously by remembering our actions, attitudes and behaviour reflect on our own organisations and on theirs.


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We have regional offices in each of our contract regions.

Client Region Office Location

Kāinga Ora Northland Nell Place, Whangarei

Kāinga Ora Henderson/New Lynn Fred Thomas Drive, Takapuna, Auckland

Kāinga Ora Mt Roskill/Ellerslie Onehunga Mall Road, Onehunga, Auckland

Kāinga Ora Hutt Valley Cambridge Terrace, Naenae, Wellington

Tamaki Housing Tamaki Morrin Road, Pt England, Auckland You can find out a lot more about our company by referring to our website www.spencersnz.co.nz

http://www.spencersnz.co.nz/



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Relationships with Our Clients

2 Kāinga Ora – Homes and Communities

Kāinga Ora – Homes and Communities (Kāinga Ora) is the government agency responsible for providing rental housing to those most in need. Kāinga Ora is our biggest client.

Te Mahi Ngātahi – Working Together Kāinga Ora’s maintenance contracts are called Te Mahi Ngātahi. Through Te Mahi Ngātahi Kāinga Ora intends that its Customers live well with dignity and stability in connected communities, recognising that critical to living well is the ability for Customers to have homes that are safe, warm, dry and healthy.


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Kāinga Ora Regions

Spencers is the largest of Kāinga Ora’s maintenance partners. We maintain approximately one-third of Kāinga Ora’s stock – that’s about 23,000 families’ homes – in four regions.



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3 Tamaki Housing

The Tamaki redevelopment area contains Panmure, Point England and Glen Innes. It is leading a first-of-its-kind urban regeneration programme achieving social transformation, economic development, place-making and housing resources.

Tamaki’s properties number approximately 2,600, which takes Spencers’ total national social housing portfolio to one-third of the country’s stock. A total of 24,000 families’ homes.

Tamaki’s Region



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4 Our Customers

Our Clients’ Tenants are our Customers

To meet the diverse needs of our Customers we will be flexible and provide a personal

maintenance service that adapts to individual customer circumstances.

4.1 Interactions All interaction with tenants – our customers – should be appropriate to the situation. If you fail to interact appropriately with tenants it could result in an investigation and possibly termination of your contract with Spencers. If one of your employees interacts disrespectfully or inappropriately they may no longer be allowed to work on our clients’ sites. Please refer to the Codes of Conduct that apply in customers’ homes – in Appendix 1.


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These are the general rules that apply when you deal with any person who lives in one of the properties where you are working, or with their neighbours, their friends, family or visitors who are at the property. The following are fine when talking to customers:

Discussing a pet that should be restrained. Discussing the job to be done. Discussing other work the tenant wishes to have done that you could do while you are on

site. (This can help avoid multiple visits.) Behaving in a friendly way without getting into any of the things on the next list: The following are NOT appropriate:

Discussing the tenants’ relationship status. Don’t ask if the tenant is married or has a partner. Don’t discuss your personal life or domestic situation.

Making comments or compliments to the tenant on their personal appearance, how they are dressed, or how tidy (or not) their home is.

Inviting tenants to have a social drink of alcohol, partake of illicit drugs, attend parties, or any other social events, and accepting any such invitation from a tenant.

If you ever feel that a tenant is being particularly difficult or you think they are harassing you, make an excuse to leave the property and make a point of reporting the situation to Spencers’ job Supervisor or Health and Safety team. Personal relationships with tenants are not allowed under any circumstances. If you do not follow these rules you can put yourself at risk. That can result in no longer being able to work for Spencers.



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4.2 Access and Appointments Appointments should be made for every visit to a tenant’s property unless the job is a URG job. An adult or a person chosen by the customer should be at home when you carry out any work. If there is a dog at the property, politely ask for it to be locked away. If you don’t feel safe, leave the site straight away and contact Spencers health and safety team, or the job Supervisor.

Make a good impression:

Introduce yourself Show your ID card Keep yourself tidy Offer to use boot covers when entering the customer’s home

No bad language No smoking No animals


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Examples:

1 When you make an appointment with a customer

Kia Ora My name is I am calling on behalf of Spencers and (Kāinga Ora or Tāmaki Housing) to schedule your maintenance job for . . . (explain the job)

2 Confirm the appointments the day before

Kia Ora My name is I am calling on behalf of Spencers and (Kāinga Ora or Tāmaki Housing) to confirm our appointment for your maintenance job tomorrow.

3 Remind the customer 30 minutes before the appointment

Kia Ora My name is This is a reminder that I’ll be at your home in 30 minutes to take care of your maintenance job.

4 When you arrive at the home

Kia Ora My name is . . . Here’s my security ID card. I am here on behalf of Spencers and (Kāinga Ora or Tāmaki Housing) for our scheduled appointment for your maintenance job.

Explain – for example: This is going to take about an hour to get done. I’m going to be used power tools so I’ll need to use your electricity. Is that OK? It could get a bit noise and dusty but I’ll do my best to keep the noise down and I will clean up by I go.

5 When the job’s finished

OK, we’re all done for today. The issue is fixed and I have tidied up. Would you like to see what I’ve done? Are you happy with that? Thank you.

If more work is needed – for example:

I’ve done what I can for today and sorted the immediate problem. Another Trade is needed next, so I will arrange for that to get done. Someone will be in touch to make another appointment with you.



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4.3 Concerns

Kāinga Ora

If you see any safety risks or if you have welfare concerns about a customer, please contact Kāinga Ora’s Customer Support Centre 0800 801 601

5 Conviction History Checking Our clients support the rehabilitation of individuals with criminal convictions into the

workforce, so they requires us to obtain conviction history reports (CHRs) from the Ministry

of Justice (MoJ) for our staff and our subcontractors and their staff.

You must advise us if you have had any criminal convictions.

New employees of subcontractors must advise Spencers at induction time if they have had any criminal convictions. If your CHR is of concern we will talk to you about it and you may ask us to seek a dispensation to allow you to work on our clients’ properties. If that is the case details of the CHR may need to be disclosed to the client. If the CHR of one of your workers is of concern we will talk to you about it in the first instance. You may ask us to seek a dispensation to allow your worker to continue working. Again, details of the CHR may need to be disclosed to the client. If the client does not grant the dispensation the person will not be allowed to continue working for us and their ID card must be returned to Spencers.


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6 Specified Materials / Procurement Items Our clients negotiate purchase prices and arrangements for every piece of hardware and all

materials that are installed or utilised on their properties, with specific suppliers.

All Subcontractors must: ● Use only the specified procurement items and specified materials. (If it is necessary to use a

non-specific procurement item the subcontractor will provide proof of purchase.)

● Open trade accounts with our clients’ suppliers.

● Advise us as soon as possible if there is a problem with getting procurement items.

To ensure that you purchase and install only the products they specify, and can purchase them at their rates, you are required to open trade accounts with their suppliers.

We will send you a Trade Notification as soon as we know of any problem with the supply of a procurement item, and let you know about alternative products you can use.

Kāinga Ora – effective 1 July 2020 Product Supplier

Building supplies Placemakers

Carpet and underlay Godfrey Hirst

Curtains – window coverings Harvey Furnishings

Electrical supplies J A Russell Ltd

Extractor fans Hometech

Heat pumps Fisher and Paykel

Paint Resene Paints

Plumbing supplies Plumbing World

Roof steel Steel and Tube

Solid fuel heaters W H Harris

Stoves and Range hoods Electrolux NZ

Vinyl flooring Polyflor NZ

Tamaki Housing Product Supplier

Building supplies Carters

Carpets Godfrey Hirst

Curtains and installation Harvey Furnishings

Electric stove parts and electrical supplies Ideal Electrical

Gas heating products Plumbing World

Hardware supplies Carters

Heat pumps Swittch

Paint and wallpaper Dulux

Plumbing supplies Plumbing World

Roofing supplies and installation Edwards & Hardy

Solid fuel heaters WH Harris

Stoves Electrolux Home Products

Ventilation products Home Tech

Vinyl flooring James Halstead Vinyl Supplies Polyflor



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Working Together

7 Basics The relationship between Spencers, our Subcontractors, our Clients and our Customers

relies on mutual trust and collaboration.

Onboarding your Company When a subcontractor joins us we provide this Subcontractor Handbook as a very important resource. We have forms to be filled in to formalise things and our Trades Relationship Manager explains all of the requirements. One of those is our Service Level Agreement (SLA) that makes sure we know what to expect of each other in our relationship. The SLA is the agreement between your business and ours that helps us know what to expect of each other. Other important aspects of onboarding are:

Accounting information

Setting up supplier accounts so that you have access to the right procurement items and materials, and you obtain them at the right places and prices.

Booking you and your team to attend our trades quality training sessions and ensuring you know how to access trades training manuals.

Showing you how to use our internet portal and tradesman mobile app to manage your jobs.

When we’ve agreed all the details we commence our three month onboarding process to ensure our new subcontractor understands our clients’ requirements and the importance of health and safety, to give them training on our job management system, and to explain the job process. Other important elements of onboarding are health and safety induction, site visits and inspections by our health and safety team, and work quality checks by our quality assurance team.


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Establishing our working relationship requires that you provide the following:

Company Health and Safety Plan. (If you don’t have one we can help.)

Current public liability insurance policy.

Trade registrations and qualifications.

Details of employees who will work at Spencers sites.

Register of all hazardous substances used in your work.

Your Employees

When you join Spencers you and your team will: Attend an induction presentation

Induction might involve a meeting event, or may be delivered remotely Fill in our Induction Form

The form asks people to advise us of potential conflicts of interest and whether they have criminal convictions.

Provide copies of trade registrations and qualifications Complete Ministry of Justice forms Supply photo identification

Can be driver licence or passport. Must show their photograph and signature. The signature of their forms must match the photo ID signature.

Have photographs taken for ID cards

When you hire new team members who will work on Spencers sites the same requirements will apply.



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Personal Hygiene

You and your team members must adhere to conventional personal hygiene, cleanliness and grooming standards.

8 Behaviour and Conduct

Codes of Conduct It is important that you know, understand and act according to our clients’ codes of conduct. The Codes of Conduct are included. Please see Appendix 1

Ethics and Behaviour The sustainability of our business and the livelihoods of us all depend on the quality of our relationships with customers, other trades people, and suppliers – and most of all, with each other. High standards of business and personal ethics are essential and will ensure the continued good reputation of the company and our clients.


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We are all individuals with different

skills and abilities and as part of a team

we show consideration and respect to

each other, and we help each other out.

We treat others with fairness, courtesy,

respect and dignity.

We value our cultural differences.

We do NOT pretend we don’t see people

doing the wrong things.

We deal with disputes in a supportive,

respectful and discrete fashion.

We follow correct work procedures and

do our jobs to the best of our abilities.

We all work with integrity and honesty and no compromise is acceptable. If we receive a complaint about your conduct or the conduct of one of your team members, we will investigate it and involve you in the process.

Bullying and Harassment Bullying and harassment are considered serious misconduct. Allegations of bullying or harassment will be investigated.

Harassment or Bullying by a Customer If you or one of your team members is harassed, sexually or racially harassed, or bullied by a customer, Spencers employee or other external contact, please complete an Incident Report and give it to one of Spencers’ supervisors or managers as set out in the next section. (The matter can be communicated by a phone call or face-to-face in the first instance if you prefer.) Spencers will investigate the complaint.

If satisfied the complaint is legitimate, Spencers will take practicable steps to prevent harassment recurring.

Practicable steps could include:

Communicating with the customer or Spencers employee, setting clear expectations, and explaining the consequences if the behaviour is repeated.

If the harassment or bullying continues the appropriate processes will be followed.

If you observe an incident

Remove yourself from the situation if you feel in danger. Contact the Spencers job Supervisor or the Regional Manager



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immediately. Complete an Incident Report about what happened and give that to

the Spencers job Supervisor, Team Manager or Regional Manager. (Exactly what happened, including date and time, and registrations of any vehicles present.)

If you are informed of an incident by someone else

If they need help, give them any help you can. Ask them to follow the steps set out above. Ask for their name and phone number, and for as much information

as possible. Contact your Spencers job Supervisor or Regional Manager

immediately to report what you have been told. Please also complete an Incident Report about what you were told

and what you thought or felt about the situation, and give that to the Spencers job Supervisor, Team Manager or Regional Manager. The more information we have the easier the investigation will be.

Complaints

Reporting If you become aware of inappropriate behaviour or misconduct by one of our employees or another subcontractor or their employee, please complete an Accident or Incident Form. When you need to report an accident or incident you can download the form from our internet portal. Or you can call a member of our health and safety team or administration team, and they will email it to you.

Complaints about Subcontractors Where an allegation of misconduct is made by or against one of our subcontractors it is our duty to investigate it. We will investigate allegations of:

Actions or threats of abuse, harassment, bullying, violence, or any other situation where an individual is harmed

Breaches of our Service Level Agreement Fraudulent behaviour

Fraud

Kāinga Ora

If you think there is anything illegal going on at a Kāinga Ora property, please report it. You can report anonymously by calling Kāinga Ora’s Fraud and Integrity Line 0800 463676.


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9 Conflicts of Interest

Your Contacts Our clients require us to identify any potential conflicts of interest. The SLA asks that you list the people you personally have business or personal relationships with, who work for Kāinga Ora, or Tamaki Housing, or Spencers. When your team members are inducted they will also be asked to let us know about any people they have personal or business relationships with who work for those organisations.

Personal Work for Spencers People To protect you and your company from unfair treatment or influence, we require Spencers employees to let us know if they ask you to carry out work for them personally, or if they make an arrangement with you to carry out work for their friends or family. Our employees know that we expect them to pay you properly – at your normal commercial rates – for the work. So if any Spencers employee asks you to carry out trades work for them independently, or asks you to carry out trades work for their friends or for people in their family, we expect you to charge them your normal commercial rates, without discount, for that work. If you feel you are being requested to do work cheaply or at discounted rates, or ‘mates rates’, by Spencers staff members, please talk to your Regional Manager, our Trades Relationship Manager, HR and Trades Manager, or Operations Director.

10 Environment The way we work will not compromise, contaminate or damage the environment.

We will protect the air, soil and water, and animal and plant life.

The Health and Safety Induction Manual contains relevant sections:

Environmental Plans and Procedures Environmental Risk Identification

and Controls Recycling and Waste Disposal Spill Response Procedures

Refer to your Service Level Agreement and

Health and Safety Induction Manual for health,

safety and environmental responsibilities

https://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwi5nYeonsbLAhWEW5QKHWnCAGQQjRwIBw&url=https://weirdscholarships.net/environmental-science-scholarships/&bvm=bv.117218890,d.dGo&psig=AFQjCNErGxsLNH0JFyXT1PCTabBg_KYt1g&ust=1458252935518764



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11 Information and Communications Technology

Computer Systems Information and communication technology (ICT) systems help us get our work done. Te Mana is our internal core computer application for job management. Our clients’

systems communicate with Te Mana electronically. Jobs will be issued from Te Mana to our

subcontractors’ internet portal. That’s where you access your job information.

You will access your job information and manage your jobs via our internet portal and mobile app.

Requirements for Portal Use Computer, laptop or other device that

accesses the internet, with Google Chrome. Using other browsers can cause problems.

Requirements for Tradesman App An Android phone to run the app. The app

means you and your workers receive jobs directly to your Android devices.

Job lines can be updated and photos attached while you’re on site.

(It is not yet available for Apple devices.)

12 Media

Do not make any statement to the media, or answer any questions asked by any media contact in relation to the work you do for Spencers or our clients. Only people who have been explicitly authorised by our clients may make statements or give interviews to any news media regarding their properties, tenants or work carried out.

13 Privacy Spencers will not disclose your personal information to any third party except as is required to carry out the company’s business or to abide by New Zealand laws. We will always comply with the Privacy Act and as our contractor, you should do the same. You can learn about the New Zealand Privacy Act here: https://elearning.privacy.org.nz/

Tradesman, Alex Schmalkuchen, updating job completion using the Tradesman App

https://elearning.privacy.org.nz/


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The Work

14 Health and Safety Our goal is safety and sustainability for our teams and our trades workforce.

Our Health and Safety team works to keep our teams, trades and customers safe. To achieve the company’s compliance with health, safety and environmental legislation, industry standards and codes of conduct, they actively promote a culture of excellence and zero tolerance to workplace accidents. They investigate reports of health and safety breaches.

Health and Safety Induction Manual You and your team members will be issued a Spencers Health and Safety Induction Manual at induction time. Please make sure everyone in your team reads this and keeps it handy at every work site at all times. Remember – and remind your team to work safely. If you need any help from us in making this happen please contact our health and safety team.



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Compliance

Keep your work site safe

Have a first aid kit, fire extinguisher and spill kit on site

Ensure your power leads and tools are tagged

Sign the VSC job register where applicable

Use the required personal protective equipment (PPE )

Report accidents and other safety or environmental incidents to Spencers

Have ID cards on site

Use drop sheets where required We keep our

Customers safe too

Compliance is monitored by our Health and Safety and Operations Teams. After the first month, repeated non-compliances will result in financial penalties.


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Penalties for Health and Safety Non-compliance After the first month with Spencers, repeated non-compliances in any month will result in financial penalties.

First non-compliance No penalty Second $25 Third $50 Fourth $100

Example: If there are 4 instances of any members of your team not having ID cards on

site, and 3 instances of there being no first aid kit on site, in a month, you will be fined as follows: $

1st No ID Card 2nd No ID Card 3rd No ID Card 4th No ID Card 1st No first aid kit 2nd No first aid kit 3rd No first aid kit

0 25 50

100 0

25 50

Penalty for safety compliance breaches for that month $ 250

Safety Signs Spencers will provide safety signs to keep tenants and other trades people safe by alerting them to risks and hazards. You and your staff will be required to use the signs during all interior or exterior work at tenanted properties:

- Maintenance or refurbishment - Yard maintenance - Demolition - High risk work

Swimming Pools If you see a swimming pool at a client’s property, please report it to Spencers Supervisor or Regional Manager as soon as possible. Pools are a drowning risk!



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CAT (Category) Warnings

Our job management system provides warnings if there has been a problem at a particular

property in the past. Category, or CAT warnings, inform you and our Supervisors that they

should not attend that property alone.

Check the Warning in the Job Portal If you note a Category warning and are unsure contact our Health Safety Department for confirmation to attend property.

Depending on the risk your instructions may be: All work on hold Spencers staff or client Tenancy Manager (TM) must

escort the subcontractor Two subcontractors must attend Phone the tenant before attending The tenant will vacate the property for the duration of

the work

Situational Awareness


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Alcohol & Drugs

Under no circumstances may you or your team work while under the influence of alcohol or

drugs

Illegal Drugs or Substances

Driving



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15 Work Categories The timeframes shown relate to Key Performance Indicators (KPIs). You are responsible for your

KPI timeframes.

Kāinga Ora

Each Kāinga Ora category of work contains sub-categories. Each sub-category has KPI timeframes. If a KPI timeframe is not met, Spencers can be penalised.

Notes referred to in these Category and Timeframe tables are shown on the page following..

CATEGORY: RESPONSIVE MAINTENANCE

Note 1 T I M E F R A M E

Sub-category and description

Response Scoping Completion Invoicing MFF

Response CAR

Closeout

URG Note 2

Urgent H & S - Make safe

4 hours 12 hours

Within 2 days

of completion

24 hours Usually 5 days

URS Note 3

Urgent Responsive - Make safe

24 hours 48 hours

GNL Note 4

General 10 working days

10 working days

RSC Note 5

Responsive Scope As per ECD 72 hours As per ECD Definitely within 30

working days

Within 2 days

of completion

24 hours Usually 15 days

VSC Note 6

Vacant Scope As per flowchart

As per flowchart

Within 2 days

of completion 24 hours

Usually 15 days

CATEGORY: PLANNED MAINTENANCE


Programme Scoping Invoicing CAR

Closeout

Examples: Exterior Paint Warm & Dry Healthy Homes Gas Conversion Roofing Rheumatic Fever Prev.

Each programme has specific requirements

Each programme has specific requirements

Usually 15 days


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CATEGORY: ROUTINE MAINTENANCE


Sub-category and description

Scoping Invoicing CAR

Closeout

Vacant Property Lawn Moving Note 9

Each piece of Routine Maintenance is scoped at the

outset of the work, and a contract is established

between Spencers, the Client and the Subcontractor.

Invoicing is automatic according to the contract.

Usually 15 days

Communal Maintenance Note 10

Preventive Maintenance Note 11

Routine Other Note 12

CATEGORY: SPECIAL PROGRAMME


Response Scoping

Completion Invoicing

CAR Closeout

These vary depending on the requirements of each Special Programme

NOTE 1 RESPONSIVE MAINTENANCE is repair and maintenance work to meet the requirements of the Residential Tenancy Act (RTA), to protect a property, or to reinstate an essential amenity. It excludes capital or structural works that would qualify as a Special Programme or Planned Maintenance.

NOTE 2 URG is Reactive Maintenance to protect from imminent danger of any other adverse effect the health and safety of any person, or to comply with any HSE legislation. Includes:

- Means of cooking - Hot water, cold water, gas, electricity supply - Gas leaks - Correction of faults with toilets, showers,

baths and hand basins - Correct faults with blocked drains from

kitchen, bathroom or laundry - Security of exterior doors, locks, window

catches or stays. - Electrical and fire safety - Smoke detectors

NOTE 3 URS is Responsive Maintenance to be responded to urgently to protect the property or restore tenant amenity, but not required to protect from imminent danger or to comply with HSW legislation. Includes:

- Repair cooking appliances - Correct rainwater leaks into building - Minor water supply pipe leaks - Smoke detectors where 2 or more are still

functioning - Repairs to trip hazards like flooring or

pathways - Repair clothesline - Healthy home regulations



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NOTE 4 GNL is Responsive Maintenance that does not fall within other sub-categories of Responsive Maintenance. GNL jobs are usually issued by Kāinga Ora following notification by a tenant GNLs are carried out to protect the Customer and the Property or to meet the requirements of the RTA. Includes:

- Broken bathroom mirror - Internal doors not closing properly - Damage to wall linings - Tree pruning - One-off rubbish removal - One-off heat pump repairs - One-off chimney sweeping or repairs

NOTE 5 RSC is any Responsive Maintenance that arises from:

- Request to attend a property to scope Reactive Maintenance

- Follow-on Reactive Maintenance arising from a Work Order or URG or URS.

May include minor fire or chemical damage where specialist trades are not required and is not capital or structural work.

NOTE 6 VSC is Responsive Maintenance or refurbishment to a property that is not tenanted, and must be brought up to Kāinga Ora’s required standard so it can be re-tenanted.

NOTE 7 PLANNED MAINTENANCE comprises longer packages of repair and maintenance work undertaken on a planned basis. It is non-routine maintenance that can be planned. Large quantities of Responsive Maintenance required to rectify defects or to be completed as a proactive measure to increase the sustainability of properties, may be carried out as Planned Maintenance.

NOTE 8 ROUTINE MAINTENANCE is repair and maintenance work that is done on a routine basis, usually a set number of times per year, and which is not capital or structural work that would qualify for a planned programme. We monitor work completion, safety and quality.

NOTE 9 Vacant Property Lawn Mowing is Routine Maintenance work that would normally be undertaken by a Customer but because the property is vacant, it is done by a Subcontractor.

NOTE 10 Communal Maintenance is Routine Maintenance that is repair and maintenance work to communal areas of a property and which are not the responsibility of the Tenant/Customer.

NOTE 11 Preventive Maintenance is Routine Maintenance that is repairs and maintenance work to proactively prevent failure and to increase operation efficiency. Includes:

- Servicing heating appliances - Moss proofing roofs

NOTE 12 Routine Other is Routine Maintenance that is routine or periodic maintenance activity.


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NOTE 13 SPECIAL PROGRAMMES include any work that is not Responsive , Planned or Routine maintenance. It includes specific programmes of work and often packages of Properties to be covered in a single Special Programme.

For Example:

- Exterior Paint - Gas Conversion - Rheumatic Fever Prevention - Roof Replacement

Customer Consent As part of the scoping process Spencers will obtain the tenant’s written agreement, via the Customer Consent form (M-323), to the work being carried out. The form is attached to the job in Te Mana, and you can view it. This applies to:

RSC work that is expected to take more than a couple of days, and

Special Programmes jobs

Responsive Job Dollar Approval Limits

Responsive jobs – URG, URS, GNL Kāinga Ora approval is not required for jobs below $500 including GST Kāinga Ora approval is required for jobs costing over $500 including GST

HLP/LPO properties – HLP 5 Kāinga Ora approval is required for jobs over $200 including GST

Newer HLP properties – HLP 6

Kāinga Ora approval is required for jobs over $500 including GST



Reference TD P&P 02

Tamaki Housing

Each Category of Tamaki Housing maintenance work contains several classes. Each class has a KPI timeframe. If a KPI timeframe is not met, Spencers can be penalised. Notes referred to in these Category and Timeframe tables are shown on the page following..

CATEGORY: REACTIVE MAINTENANCE


Class Response

Made safe after receipt of job Completion

After receipt of job

URG Note 2

Urgent Health and Safety

On site and made safe within 4 hours of notice of the works required

Within 24 hours of notice of the work required

URS Note 3

Urgent Reactive On site and made safe by the next business day

Within 2 business days of notice of the work required

GNL Note 4

General Reactive Tenant contacted and planned visit time confirmed with them within 3 business days of receipt of the maintenance request

Within 10 business days of notice of the work required

RSC Note 5

Reactive Scoped & Supervised Work

Contractor has visited the property and provided a scope to THLAP within 5 working days of receipt of the maintenance request

Dependent on size of scoped work

CATEGORY: PLANNED MAINTENANCE


Class Response Completion

PSM Note 7

Prescriptive Scheduled Maintenance

PVM Note 8

Preventive Maintenance

PCM Note 9

Planned Condition-based Maintenance

CATEGORY: SPECIAL PROGRAMMES


Programme Response Completion

TBA


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NOTE 1 REACTIVE MAINTENANCE is repair and maintenance work to resolve a property issue, add a missing component, replace an obsolete component, restore amenity to operational standard, or provide good customer service.

NOTE 2 URG is Reactive Maintenance to protect from imminent danger of any other adverse effect the health and safety of any person, or to comply with any HSE legislation. Includes: - Means of cooking - Hot water, cold water, gas, electricity supply - Gas leaks - Correction of faults with toilets, showers, baths

and hand basins - Fix blocked drains from kitchen, bathroom or

laundry - Security of exterior doors, locks, window

catches . - Electrical and fire safety - Smoke detectors

NOTE 3 URS is Reactive Maintenance to be responded to urgently to protect the property or restore tenant amenity, but not required to protect from imminent danger. Includes: - Repair cooking appliances - Correct rainwater leaks into building - Minor water supply pipe leaks - Smoke detectors where 2 or more are

still functioning - Repairs to trip hazards like flooring or

pathways - Repair clothesline - Healthy home regulations

NOTE 4 GNL is Reactive Maintenance that is not URG or URS. Includes: - Broken bathroom mirror - Internal doors not closing properly - Damage to wall linings - Tree pruning - One-off rubbish removal, heat pump repairs or

chimney sweeping or repairs

NOTE 5 RSC is Reactive Maintenance that arises from: - Request to attend a property to scope

Reactive Maintenance - Follow-on Reactive Maintenance arising

from a Work Order or URG or URS. May include minor fire or chemical damage where specialist trades are not required and is not capital or structural work.

NOTE 6 PLANNED MAINTENANCE is longer term repairs and maintenance that are not capital or structural works that could qualify as Special Programmes. We monitor work completion, safety and quality.

NOTE 7 PSM is Planned Maintenance that is frequency or schedule-based where the number of likely instances, cost and general scope are known.

NOTE 8 PVM is Planned Maintenance that prevents asset failure. Regular maintenance of a functional asset, amenity, or component, to maintain or improve condition or extend operation life or level of service, or keep a warranty valid.

NOTE 9 PCM is Planned Maintenance that is repairs or maintenance to improve condition or useful life of the asset or meet service level, performance or compliance measures.



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Includes: - Exterior paint - Voids - Fire damage - Decontamination - Refurbishment - Tenanted upgrades - Roof replacement - Hot water cylinder

replacement - Development site

maintenance

Includes: - Routine maintenance - New-build maintenance or

servicing, including for warranties

- Building warrant of fitness management and maintenance

Includes: Maintenance based on a level of service, including - Repair or replacement to

improve the condition or useful life of the asset,

- meet TRL Properties service level, performance or compliance measures.

NOTE 10 SPECIAL PROGRAMMES are work that is not Reactive Maintenance or Planned Maintenance. It requires the Contractor to have capability and capacity or organise additional resources. It follows a project structure with a defined scope, schedule and cost to achieve a desired outcome. It may require specialist resources. It includes:

- Weather tightness remediation. - Property upgrades, modifications or additions of a new amenity to a group of properties. - Work involving private owners such as shared fences hedges or driveways. - Fire or chemical damage (including manufacture of illicit drugs) where TRL determines it is

not RSC work.


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16 Job Process Our clients’ systems communicate with Te Mana, our job management system.

Jobs are issued electronically to us and Te Mana allows us to quote the job (scope) and get it

approved by the client, before issuing the job to you through our internet portal.

Getting your Jobs Jobs will be issued to you via the subcontractors’ internet portal.

You will access your job information and manage your jobs via our internet portal and mobile app.

You will see all the job information – address, nature of the work to be done, the codes, locations, measurements and timeframes.

During the course of your work you can add codes for work done, request variations, and close off jobs for invoicing and payment.

You can view all new and outstanding jobs, update the status of jobs to note ‘no access’, ‘awaiting parts’, ‘appointment made’ etc.

When the job is complete its status will update to ‘ready for payment’. Once completed and signed off by the Supervisor the job will be processed through

Te Mana to the client, and back to our accounting system for payment to you.

Economical Repair versus Replacement Repair is always the first option because it is usually more cost effective.

Please note that if a repair, in your opinion, is uneconomical and the better option is to replace, then please advise us of this.

If the replacement cost is less than $500 then please proceed with the replacement and note your reasons for doing so on the job notes.

If you think replacement is best but it will cost more than $500, you must please seek approval before proceeding.

Exemptions If a KPI timeframe cannot be met, failure to get an exemption will mean a failed KPI. If you advise the Administrator they will request a Completion Exemption from the client without incurring a penalty. You can apply for the exemption directly through the portal:

In the portal, go to the Exemption tab. Click Request Exemption Select the Exemption Reason from the

drop-down box.

Completion Exemption Reasons:

Access Supply of parts Weather Consent/Approval Other

Enter information explaining why the exemption is needed. Include a new expected completion date (ECD).



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Additional Work Requested While on Site Being our clients’ eyes and ears includes:

Taking care of customers’ requests for additional work while on site

Noticing additional maintenance work that would sensibly be included in the job

Kāinga Ora

Tamaki Housing


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Following is more detail about the job process:



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Work Delivery Expectations Please remember that you are responsible for ensuring you and your team complete their work in accordance with the following requirements:

1. Check dates of each piece of planned work on the flowchart provided, and advise our office immediately if the programme does not suit.

2. If, for any reason, when you arrive at a property and find you cannot carry out the job, tell the tenant, let the Spencers Supervisor know, and put a note on the job via the app or the portal.

3. Ensure only authorised workers are on work sites, and that they strictly follow safety training rules.

4. Provide realistic expected completion dates, and advise Spencers early if they cannot be met.

5. Notify Spencers of any follow-on work required, or work that is left incomplete for any reason.

6. Load each job’s relevant documentation via the portal or the mobile app.

7. Get approval for any variation to a work order before carrying out that work.

8. Complete work with minimal inconvenience to other trades. If your actions result in unnecessary costs being incurred by other subcontractors, Spencers may have to recover the other subcontractors’ unnecessary costs from you.

9. Participate in management system audits, inspections, investigations and meetings as required.



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17 Location Codes

Please make sure you understand and explain this to your team:

Location coding is crucial – it affects audit scores and our reputation.

The locations of the parts of each property are described using a set of codes.

Exterior Location Codes Codes tell you where on the outside of the property or inside the building, your job is. The codes apply to single dwellings and to larger community group houses.

RF 1 RF 2 RF 3 RF 4

Road Frontage Fencing codes describe the location of the fences The fence facing the street is RF 1 The fence to your right on the right-hand boundary is RF 2 etc

Fencing Programmes Fencing locations for fencing programmes are described starting from the road frontage and moving anticlockwise as shown below.

These location codes apply to special fencing programmes only – NOT to other fencing repairs.


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Outside of the Building

BE1 BE2 BE3 BE4

Building Envelope (Outside shell of the house)

Side 1, Side 2, Side 3, Side 4 in job code note field. See diagram below

These apply to the outside of the building itself. BE1 is the side of the house that’s on the same side of the house as the front door. It may or may not face the road.

Grounds or Yard

PE1 PE2 PE3 PE4

Property Exterior Grounds or Yard

Property Exterior side 1 Property Exterior side 2 Property Exterior side 3 Property Exterior side 4

These apply to jobs in the grounds or yard. Not the building. PE1 is the side of the yard that’s on the same side of the house as the front door. It may or may not face the road.



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Interior Location Codes Each job item will be listed with its location inside the house. Again, these are relative to the location of the front door. When entering a house the first bedroom on the right hand side from the front door is B 1 (Bedroom 1). Moving anti-clockwise bedrooms are B 2, B 3 and so on. If the house has more than one level start on the ground floor and work upwards The codes are set out and explained below:

Short Code Description Notes

BA1

BA2

Bathroom 1

Bathroom 2 Bathrooms may number up to BA6

B1

B2

Bedroom 1

Bedroom 2 Bedrooms may number up to B21

CA1 Common Areas Meeting room or office

DR1 Dining Room Dining rooms may number up to DR 5

EH1

EH2

Entry Hallway 1

Entry Hallway 2 Entry hallways may number up to EH 6

KI1

KI2

Kitchen 1

Kitchen 2 Kitchens may number up to KI 5

LA1 Laundry 1 Laundries may number up to LA 6

LI1

LI2

Living 1

Living 2 Living areas may number up to LI 6

ST1

ST2

Staircase 1

Staircase 2

First staircase you encounter inside the house Any other staircase inside the house

W1 Toilet 1 Toilets may number up to W 6

VL1 Variable Location 1 Hot water cupboard

AN Ancillary Building Carport, garage or shed

UN Unit Whole of house report Callout Fee Futile Call Charge etc

The diagram on the next page demonstrates the coding explained above.


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18 Measurements

Methods of Measurement must be adhered to



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19 Photos of Jobs

Photos of jobs help us and our clients see what is required to approve work. You must take photos and attach them to the job on your portal on your first visit to the job. Spencers requires before and after photographs of work to be loaded to the job in the portal for every job. Photos should be clear and show only the job requested on the job card. Photos have really the job management process run smoothly and with fewer queries. We need you to attach ‘Before’ and ‘After’ photos to all Responsive and all General jobs.


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20 Futile Calls Usually, if a tenant has agreed to a time and date for a maintenance job to be done, they are at home and happy for you to do the work. Sometimes though, the tenant is not at home or you cannot do the job for another reason – perhaps the tenant will not allow you into the property, or there is a dog loose.

Kāinga Ora

If a time has been arranged with a tenant for you to carry out their job, and they are not at home when you arrive at the property (and you make reasonable efforts to contact the tenant for at least 5 minutes) or they do not allow you access to the property:

you must leave one of our calling cards; and you must make another visit within the timeframe of the job.

You will be entitled to a futile call charge.

If the tenant is at home when you make the second visit and you carry out the work you will be paid the futile call charge mentioned above, and you will be paid for the work.

If the tenant is not at home or does not allow you access when you make the second visit, you must leave one of our calling cards; and advise the Spencers administration team who request a FOW job from Kāinga Ora.

Tamaki Housing

If a time has been arranged with a tenant for you to carry out their job, and they are not at home when you arrive at the property (and you make reasonable efforts to contact the tenant for at least 5 minutes) or they do not allow you access to the property, and you are unable to carry out the work, you will be entitled to a futile call charge.

Once the futile call charge has been confirmed, the job must remain open and you must continue to attempt to get access to the property to do the work unless Tamaki Housing confirms that you do not need to complete the job, or Spencers advises you that Tamaki Housing has confirmed you do not need to complete the job.

A futile call charge may apply on a first visit if a dog is loose on the property and you are unable to get the tenant to isolate or remove the dog. Report every dog incident to our Safety Team so they can make sure others know about the dog.



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21 Terms We Use Like all businesses and industries, we use a lot of terms and language that are specific to us.

If you don’t know what someone is talking about when they use these, please ask.

At the end of this handbook you will find a quick reference guide. Appendix 2.

22 Work Quality Work quality is paramount. Our clients will not pay for sub-standard work. If you have to rework a job it can cost you time and money. Clients’ expectations may be different to what you are used to or what you would normally do. You will need to be aware of the client’s work expectations and train your employees so that they understand them too.


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Quality Auditing

A percentage of jobs are audited to ensure our workmanship is at the right standard, that correct procurement items and materials are used, and that measurements and coding are correct.

Quality Standards If your work does appear to meet the required standard you will received a Corrective Action Request (CAR) with one of the following comments:

● Client Standards Not Met – The work does not meet defined specification or standard.

● Not Complete – One or more aspects of the job has not been completed. A ‘Return and Rectify’ – return to the job and do the work correctly – would be required.

● Proc Items Not Used – The work is to standard but a non-procurement product or incorrect specified material has been used.

Corrective Action Requests (CARs) CARs are sent to subcontractors through the job portal. The subcontractor is required to:

● Review and respond to the each CAR within the specified timeframe

● Take all reasonable steps to resolve the CAR, which may include: Returning to site to complete the work Returning to site to rectify poor or non-compliant workmanship Returning to site to replace a non-procurement item

● Train their employees to ensure they can complete work to the required standards and specifications.



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Tenant complaints, feedback and compliments are also part of our Quality Assurance feedback process.

Accuracy Spencers must only charge clients for work that has actually been done. It is not okay to overcharge, by intent or by mistake. Likewise, we are only paid for work that is completed and invoiced. So we all have to make sure all invoices are completed correctly. Here are some tips:

● Day works Incorrectly Used – Day works should not be charged when an SOR code applies, or if day works has not been validated.

● Double Charge – This means a job or code has been charged more than once in error.

● Method of Measurement Incorrect – The measurement for the completed work is wrong or the SOR code is incorrect.

● Work Not Done – Work has been charged for but it has not been done.


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Systems and Processes

23 Payments for Work

Schedule of Rates Work is priced according to a Schedule of Rates (SOR). Our clients uses quantity surveyors to determine rates based on time and labour to carry out work, procurement items and materials required, and disposal of waste. If you believe a rate is not correct please let us know and we will investigate.

Payment Dates Spencers pays subcontractors within 7 working days of receiving payment from our clients.

Kāinga Ora

Kāinga Ora will pay Spencers on the 7th and the 20th of each month. Spencers will pay subcontractors within 7 working days of receiving payment from Kāinga Ora, on the 12th and the 25th of each month. If one of these dates falls on a Saturday, payment will be made the Friday prior. If it falls on a Sunday, payment will be made the Monday following.

Job invoiced to Kāinga Ora Kāinga Ora pays Spencers Spencers pays subcontractor

6th 7th 12th

19th 20th 25th

Tamaki Housing

Tamaki will pay Spencers on the Tuesday* of each week. Spencers will pay subcontractors within 7 working days of receiving payment for the work from Tamaki. That will normally be on the Thursday of the same week. Here are some examples:

Job invoiced to Tamaki Tamaki pays Spencers Spencers pays subcontractor

Monday, the 1st Tuesday, the 16th Thursday the 18th

Thursday, the 11th Tuesday, the 23rd Thursday the 25th

** Tamaki pays Spencers within 14 days of the job being invoiced, on a Tuesday. That

means Tamaki pays for a job on the Tuesday of the week where the 14th day falls.



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24 End of Calendar Year

Closedown Period Spencers usually has a close-down period at the end of the calendar year, between Christmas and New Year. Our regular after-hours service providers will be working during the closedown period, and will take care of urgent jobs that come up. You will be able to access the portal during the closedown period to do invoicing and to update jobs. The information you input over the holidays will flow through to the client after the break. Near the end of each year we will let you know the closedown dates and what jobs will continue to be done on work days (not public holidays) during the holiday period.

Christmas Gifts to Spencers Employees While we understand that Christmas is the season of giving we would prefer that any gifts you intended to give to Spencers and our employees were instead shared with your employees and families, or given to the Auckland City Mission. Our staff are not allowed to personally accept any gifts. Any gifts received by our staff will be donated to the Auckland City Mission.


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Support

25 Apprenticeships

Hudson Sellars Apprentice Scholarship

Spencers created the Hudson Sellars Apprentice

Scholarship in memory of Hudson Sellars, our well-loved

Quality Assurance Manager who passed away in 2017.

Hudson was always an advocate for our contractors, and

he met most of them in the course of his daily work. One

of his constant desires, and something that’s a challenge

for all of us competing for the services of skilled trades

people, was to encourage subbies to grow their businesses,

share their knowledge, and provide more jobs.

To honour Hudson, Spencers introduced the ‘Hudson

Sellars Apprentice Scholarship’ to benefit apprentice

employees of solid and professional employers who will be

great mentors to their apprentices. Hudson Sellars

The scholarship meets the cost of the start-up kit of tools, and reimburses the cost of course fees throughout the apprenticeship provided the apprentice succeeds in their studies.

At left: Our first Hudson Sellars Apprentice, George Steed, with Spencers Director, Rod Spencer in 2018

These days ten of our subcontractors’ apprentices benefit from the Hudson Sellars Apprentice Scholarship.



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26 Training

Building Capability Most of what we learn about our work happens during our day-to-day work:

Standard operating processes and procedures Quality of communications and relationships Clients’ quality standards and contract terms Accurate coding and adherence to specifications Reporting and record keeping Efficiency and time management Best practices, tricks and tips Health, safety and compliance

Responsibilities Attend the training provided by Spencers Quality and Health and Safety teams, and

make sure your team does too. Make the most of the Spencers training resources, methods and events available. Talk about training at team meetings. Keep training alive by ensuring it’s discussed and implemented. Give feedback about training so that it can be improved if necessary – and so we

know if we’re doing the right things and doing them well. Keep Training and Reference Manuals current. Review CARs received to identify underlying training issues and run toolbox meetings

to rectify.

Spencers Training Plan We provide Induction, Health and Safety and Trades Quality Training. It is absolutely essential that you and your team members attend the required training sessions. It is important because it means your company can deliver work to the required standard and not waste time and money going back to rework jobs.


TD P&P 02 Reference

It’s important for us too because when our people book training sessions we want everyone who said they would attend, to be there. If your people attend the training our people don’t waste their time.

Trade Quality Training Spencers’ Quality Assurance team provides trade training in the trade you are subcontracted for. This training is compulsory at onboarding stage, and all new employees will be required to attend a training session. Any time thereafter you wish your new employees to attend a training session you can request this via the Trades team, your regional manager or at [email protected]. Our Trades Quality Training Library is made up of manuals for all Trades Quality Training modules. The manuals contain relevant sections from the building codes and the Kāinga Ora Amenities Condition Manual, Methods of Measurement, Procurement Guides and Master Specifications. You can access them on the Contractor Portal or pick up paper copies from your local Spencers office.

Trades Quality Training Manuals and Guides Available on the Portal

Baths, Showers & Hardieglaze Linings Fencing

Cabinet Joinery FVN550 Supply and Charge (Quick Ref)

Carpet Gib Wall Linings

Concrete Paths and Driveways Glazing

Cubic Metre (Quick Ref) Letterboxes (Quick Ref)

Curtains and Tracks Letterboxes and Clotheslines

Decks, Balustrades and Stairs Locations (Quick Ref)

Decoration – Exterior Painting Sashes and Frames

Decoration – Interior Painting I & II Scoping

Door Hardware Timber Flooring & Aluminium Capping

mailto:[email protected]



Reference TD P&P 02

Doors and Frames Trees, Lawns and Gardens

Electrical Guidelines Vinyl

Exterior Building Maintenance Window Hardware

Window Hardware (Quick Ref) CAA200 Pricing for CSB500 & CSB5050 (Quick Ref)

Exterior Paint Training Once a year, Spencers arrange painting quality training for all the exterior painters and prepaint maintenance carpenters. Our clients’ paint suppliers presents important information and training, and we take the opportunity to give feedback on achievement and to show our appreciation to our contractors.

27 Workload

We will always try to keep your workloads manageable

If it’s not working – please tell us

It is essential that you communicate regarding the following so we can assist:

You would like to take on more work

You would like to take on more trades people and would like more work from us

Resignations, illnesses or staff holidays are affecting your resourcing levels

We are dispatching too much work to you

28 Resources

Building Capability Please see Appendix 3 for a list of resources available to you and your business.


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Appendix 1

Codes of Conduct

Kāinga Ora



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Tamaki Housing


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Appendix 2

Terms We Use

APPT Appointment

BCTI Buyer Created Tax Invoice

BFP Kāinga Ora’s Boundary Fencing Programme

CAR Corrective Action Request – Request for contractors to return and rectify their work.

CGH Community Group House

CHUR Kāinga Ora’s Core Hours Urgent Response line 0800 888 455

DSP Kāinga Ora’s Driveway Safety Programme

ECD Expected completion date

EMA Employers and Manufacturers Association

EPS Kāinga Ora’s Exterior Painting Programme

FOW Follow on Work – additional work required on job

GNL General job priority or class

GST Goods and services tax

HLP Home, leased and privately owned – Kāinga Ora leases the home and manages it on behalf of owner

HNL Kāinga Ora’s Henderson/New Lynn region – one of the regions for which Spencers holds a Te Mahi Ngātahi maintenance contract

HSE Health, safety and environment

HV Kāinga Ora’s Hutt Valley region – one of the regions for which Spencers holds a Te Mahi Ngātahi maintenance contract

ICT Information and communications technology

ID Card Identification card – Spencers and Kāinga Ora or Spencers and Tamaki

IVC Invoice only – no work required

Kāinga Ora Asset House owned by Kāinga Ora – not HLP or LPO

KA Type of Kāinga Ora exemption – All responses and completion exemption

KC Type of Kāinga Ora exemption – Completion exemption

KPI Key Performance Indicator – Performance standards of our maintenance contracts with our clients

LPO Kāinga Ora Leased – Private Owner – Kāinga Ora manages on behalf of owner

M/D Maintenance or Damage – Identifies whether a job relates to normal



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maintenance or is required due to damage caused by tenants.

MFF Maintenance Feedback Form - Tenant feedback provided by the tenant to Kāinga Ora and passed on to us

MoJ Ministry of Justice

MoJ form Ministry of Justice third party request form – a person’s authority for us to obtain their conviction history report from the MoJ

MRE Kāinga Ora’s Mt Roskill/Ellerslie region – one of the regions for which Spencers holds a Te Mahi Ngātahi maintenance contract

MSD Ministry of Social Development

NHSS National Home Safety Service Programme

NL Kāinga Ora’s Northland region – one of the regions for which Spencers holds a Te Mahi Ngātahi maintenance contract

Non-proc Non-procurement item (no Kāinga Ora code covers this item)

On Hold Job status is ‘on hold’ – No work allowed

PLN Planned Works – Kāinga Ora job priority

Portal Spencers’ internet portal through which contractors access their jobs

PPE Personal Protective Equipment

QA Quality Assurance

RFPP Kāinga Ora’s Rheumatic Fever Prevention Programme

RSC Responsive Scope job – Kāinga Ora Reactive Scoped & Supervised job – Tamaki Housing

RM Routine Maintenance

S & F Supply and fit

Spencers Spencer Henshaw Limited’s trading name

SLA Service Level Agreement

SOR Schedule of Rates – payment amount for each job line

Te Mahi Ngātahi The name of the contracts Spencers has with Kāinga Ora. It means ‘Working Together’.

Te Mana Spencers’ job management software system

Tenanted Property with tenants living in it

TM Tenancy Manager – Kāinga Ora or Tamaki Housing employees

Tnt Tenant

Tradesman App Spencers’ mobile phone application

URG Job Priority Code – Urgent H & S – make safe.

URS Job Priority Code – Urgent Responsive – make safe.

Vacancy A vacant property – no tenants living in it – See VSC, Void


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Var or Variation A change made to a job or work order

VO Variation to a job or work order

Void Client’s property with no tenants living in it - See VSC, Vacancy

VSC Vacant Scoped job – work at a property with no tenants living in it

WD Kāinga Ora’s Warm and Dry Project

WIP Work in progress

WO Work Order



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Appendix 3

Resources

All of the following are available on the portal:

Spencers Health and Safety Induction Manual Subcontractor Handbook Trades Handbook Trades Quality Training Manuals, Guides, Videos and Training sessions Portal and App Training Guides and Videos Code Book – Schedule of Rates Health and Safety Training Guides and Training sessions The Spencers Team

Kāinga Ora

Kāinga Ora resources available on the portal include:

Procurement Schedules M-217

Product Images and Specifications

Tamaki Housing Tamaki’ Resources available on the portal include:

Procurement Schedules

Product Images and Specifications And:

Tamaki Jobs and Skills Hub A Tamaki-based agency that helps local support the community and the local economy by helping local businesses grow.

They can help you hire the right person when you’re ready, and support you and your new team member once they’ve started. They can help you upskill the team you already have.

See Appendix 3

0800 JOB HUB

[email protected]

mailto:[email protected]


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Tamaki Jobs & Skills Hub

When you’re looking for new employees, hire local through the Tamaki

Jobs and Skills Hub https://www.tamakiregeneration.co.nz/localjobs

https://www.tamakiregeneration.co.nz/localjobs



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Employment New Zealand

NZ Government Employment Information Service https://www.employment.govt.nz/

Worksafe NZ Worksafe NZ makes many resources available – you can refer to their website: https://worksafe.govt.nz/managing-health-and-safety/health-and-safety-

representatives/resources-for-hsrs/

Puataunofo Puataunofo is a collaborative Worksafe NZ project tackling the issue of health and safety in the workplace. The programme was specifically designed with, and to support Pacific workers and their communities since 2007. Topics the programme covers include Work Safe NZ as our Regulator, Health and Safety at Work Act 2015, rights, responsibilities, obligations, working at heights, PPE and water safety — so they relevant for everyone working in our business, trades contractors and staff members alike.

https://www.youtube.com/watch?v=gx6gcViuu5w

https://www.employment.govt.nz/

https://worksafe.govt.nz/managing-health-and-safety/health-and-safety-representatives/resources-for-hsrs/

https://worksafe.govt.nz/managing-health-and-safety/health-and-safety-representatives/resources-for-hsrs/

https://www.youtube.com/watch?v=gx6gcViuu5w


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Government Support for Small and Medium Businesses

https://thisislevel.nz/govt-support-for-smes/

Ministry of Foreign Affairs & Trade (MFAT) https://www.mfat.govt.nz/assets/CPTPP/New-Zealands-Support-for-Small-Business.pdf

Ministry of Business Innovation and Employment (MBIE) www.business.govt.nz

https://thisislevel.nz/govt-support-for-smes/

https://www.mfat.govt.nz/assets/CPTPP/New-Zealands-Support-for-Small-Business.pdf

https://www.mfat.govt.nz/assets/CPTPP/New-Zealands-Support-for-Small-Business.pdf

http://www.business.govt.nz/



Reference TD P&P 02

Business Mentors New Zealand https://www.businessmentors.org.nz/For-Businesses/Business-Mentoring-new.aspx

Pacific Business Trust

Freephone 0800 287 7526 https://www.pacificbusiness.co.nz/

https://www.businessmentors.org.nz/For-Businesses/Business-Mentoring-new.aspx

https://www.pacificbusiness.co.nz/


TD P&P 02 Reference

Grants

https://www.pacificbusiness.co.nz/services/grants/

Auckland Business and Investment

Free Business Advice https://www.aucklandnz.com/business-and-investment

https://www.aucklandnz.com/business-and-investment/start-and-grow/programmes-and- opportunities/workshops/business-clinics

https://www.pacificbusiness.co.nz/services/grants/

https://www.aucklandnz.com/business-and-investment

https://www.aucklandnz.com/business-and-investment

https://www.aucklandnz.com/business-and-investment/start-and-grow/programmes-and-opportunities/workshops/business-clinics

https://www.aucklandnz.com/business-and-investment/start-and-grow/programmes-and-opportunities/workshops/business-clinics



Reference TD P&P 02

Vaiola Pactific Island Budgeting Service Trust

Free and confidential budgeting service http://vaiola.org/

Tertiary Education Commission

https://www.skillshighway.govt.nz/workplace-literacy

http://vaiola.org/




TD P&P 02 Reference

English Language Partners New Zealand Learning English as a Second Language

https://www.engliSpencersanguage.org.nz/?gclid=CjwKCAjw-OHkBRBkEiwAoOZqlzHFpIdl0vAQjjBIly9VxD90k55FVrrlyJmGbiEZN6uUz1_-R4DuJhoCdn4QAvD_BwE

Immigration New Zealand Learn English as a Second Language https://www.newzealandnow.govt.nz/living-in-nz/english-language/learning-english

https://www.englishlanguage.org.nz/?gclid=CjwKCAjw-OHkBRBkEiwAoOZqlzHFpIdl0vAQjjBIly9VxD90k55FVrrlyJmGbiEZN6uUz1_-R4DuJhoCdn4QAvD_BwE







https://www.newzealandnow.govt.nz/living-in-nz/english-language/learning-english

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